May 2007 - otrs - OTRS mailing lists

CMDB - ITSM
by Esteban Oleas 15 May '07

15 May '07

Hi I have another question about CMDB, could you tell me if this new module can make inventory of pc's in the network automatically?

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column q.first_response_time does not exist
by Pierrik Le Guennec 15 May '07

15 May '07

I installed a 2.2.0 beta 2 debian package I can't select personnal queues. When I try, the answer is a success message : "Preferences updates successfully!", but the selected queue stays unselected. By "System log", I read error message OTRS-CGI-10: Found no $ID for 46! Error: column q.first_response_time does not exist The system is Debian Etch 4.0, Postgresql 8.1 Steps for install 1 - 2.0.4 debian package standard 2 - imports of previous data 3 - 2.1.7 debian package, without upgrading database during intallation 4 - upgrade database by script to 2.1.7 5 - 2.0.0 beta 2 debian package, without upgrading database during intallation 6 - upgrade database by script to 2.0.0 There were no error messages during upgrades of database. Is there an error, or is there a patch ?

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Using Search in OTRS to search custom fields?
by Mike Dent 15 May '07

15 May '07

Hi, I added some of my own fields to customer_user table. I'd like to include these in the search feature in OTRS. Cananybody point me in the right direction please? thanks Mike

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Re:[otrs] Error adding packages
by kekieres＠arsystel.com 15 May '07

15 May '07

Hi, I've solved the problem by myself. I don't know why but some directories didn't have execution permision so weren't accesible. Probably some error while installing or updating perl o mod_perl... who knows. bye. kekieres(a)arsystel.com escribió: > Hi all at list, > > I'm installing OTRS in RedHat Enterprise 4, with Apache2 and mod_perl_1.99. > I've been facing some problems but finally I've a system running except that > I can't add packages and that's what I really want to do (need to install > SIRIOS modules). > The error I get when clicking in [Package Manager] is: > > --------- > Software error: > > Can't locate HTTP/Request/Common.pm in @INC (@INC contains: ../../ > /opt/otrs/Kernel/cpan-lib /opt/otrs/ > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.5 > /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 > /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 > /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 > /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 > /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 > /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . > /etc/httpd/ /etc/httpd/lib/perl //../.. //../../Kernel/cpan-lib) at > /usr/lib/perl5/vendor_perl/5.8.5/LWP/UserAgent.pm line 409, <PRODUCT> > line 24. > > For help, please send mail to the webmaster (..) , giving this error > message and the time and date of the error. > ----------------------- > > But the point is that Common.pm file IS in the system: > # locate Common.pm > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Apache/TestCommon.pm > /usr/lib/perl5/vendor_perl/5.8.5/HTTP/Request/Common.pm > > Anyone has any idea, or has faced the same problem? > > Thanks > > Rafa. > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ >

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Error adding packages
by kekieres＠arsystel.com 15 May '07

15 May '07

Hi all at list, I'm installing OTRS in RedHat Enterprise 4, with Apache2 and mod_perl_1.99. I've been facing some problems but finally I've a system running except that I can't add packages and that's what I really want to do (need to install SIRIOS modules). The error I get when clicking in [Package Manager] is: --------- Software error: Can't locate HTTP/Request/Common.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl //../.. //../../Kernel/cpan-lib) at /usr/lib/perl5/vendor_perl/5.8.5/LWP/UserAgent.pm line 409, <PRODUCT> line 24. For help, please send mail to the webmaster (..) , giving this error message and the time and date of the error. ----------------------- But the point is that Common.pm file IS in the system: # locate Common.pm /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Apache/TestCommon.pm /usr/lib/perl5/vendor_perl/5.8.5/HTTP/Request/Common.pm Anyone has any idea, or has faced the same problem? Thanks Rafa.

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Error adding packages
by kekieres＠arsystel.com 15 May '07

15 May '07

Hi list, I'm installing OTRS in RedHat Enterprise 4, with Apache2 and mod_perl_1.99. I've facing some problems but finally I've a system running except that I can't add packages and that's really what I need (want to install SIRIOS modules). The error I get when clicking in [Package Manager] is: Software error: Can't locate HTTP/Request/Common.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl //../.. //../../Kernel/cpan-lib) at /usr/lib/perl5/vendor_perl/5.8.5/LWP/UserAgent.pm line 409, <PRODUCT> line 24. For help, please send mail to the webmaster (..) , giving this error message and the time and date of the error. But the point is that Common.pm file IS in the system: # locate Common.pm /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Apache/TestCommon.pm /usr/lib/perl5/vendor_perl/5.8.5/HTTP/Request/Common.pm Anyone has any idea, or has faced the same problem? Thanks Rafa.

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problem in otrs framework
by k.mitesh＠drushti.in 15 May '07

15 May '07

Hi, We have installed otrs 2.1.7 source(tar.gz)on Suse 10.We are facing problem in interface.When we click on package manager in admin interface we are receiving following error. Software error: Can't locate auto/LWP/UserAgent/get.al in @INC (@INC contains: ../../ /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/lib/perl5/5.8.7/i586-linux-thread-multi /usr/lib/perl5/5.8.7 /usr/lib/perl5/site_perl/5.8.7/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.7/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl . /opt/otrs/bin/cgi-bin/../.. /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at ../..//Kernel/System/Package.pm line 1487 For help, please send mail to the webmaster (webmaster(a)dummy-host.example.com) giving this error message and the time and date of the error. Please provide us solution for the same. Thanks Mitesh

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Change order of the subject
by Serge ALGAROTTI 15 May '07

15 May '07

Hello, ours customers receive our mail answer with OTRS with a subject as: [Ticket#2007031210000057] Printer problem They would prefer a subject like this: Printer problem [Ticket#2007031210000057] Is it possible to change this ? I search in the documentation but I did not find a solution. (OTRS v 2.1.5) thank for your help, -- Serge

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automatic answer on change to status "pending auto close +/-"
by AndrejV＠web.de 14 May '07

14 May '07

Hello All, has somebody an Idea how to enable an automatic answer to Users when their ticket status changes to "pending auto close +/-"? If you have an Idea I would be pleased to hear from you. kind regards from Zurich Andrej _____________________________________________________________________ Der WEB.DE SmartSurfer hilft bis zu 70% Ihrer Onlinekosten zu sparen! http://smartsurfer.web.de/?mc=100071&distributionid=000000000066

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CGI vs. Perl
by Filippo Fiorani 14 May '07

14 May '07

Hi all, I read in OTRS manual that using perl modules is faster than pure CGI. How can I check which one I'm using? Once I've checked, how can I switch from either one to the other? Cheers, Filippo

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